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How to enable urgency based on category/area

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Article ID: 216277

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Updated On:

Products

CA Service Management - Service Desk Manager

Issue/Introduction

Currently the categories/areas have the urgency defined and I would like that when registering an incident / request problem I auto populate the urgency field in the ticket automatically

Environment

Release : 17.3/17.2/17.1

Component : SERVICE DESK MANAGER

Resolution

Currently the only way for carry area/category urgency over to tickets is thru some customization(like spel code customization). There is no configurable way for doing this. Unfortunately this kind of customization is beyond the scope of Support. You may post this on community web site and you may submit an idea/enhancement request from there as well

https://community.broadcom.com/enterprisesoftware/communities/community-home/digestviewer?CommunityKey=e2cd3188-49bc-4f38-88f1-74260f56fa66